What to expect
- Sleep Quality
Last 5 reviews
Very bad service
Me and my family travel 3-5 times a year. My husband prefers luxurious hotels with worldwide known name. We spent 15 days at vacation in Jumeirah Dar al Masyaf and we were dissatisfied to say the least. The hotel has amazing location and pleasant rooms. And this is where the good stops. The hotel is extremely understaffed for the amount of guests. Every villa is supposed to have villa butler. We saw our butler twice in 15 days. It was impossible to reach any of the hotel staff to make a restaurant reservation. And the restaurants were fully booked a week in advance. If you try to order in room, the food arrived cold and 1-2 hours late. I tried contacting the hotel manager regarding poor performance of the hotel staff and the only answer was “yes, hotel is full and we are short on staff”. No apology, no making up for the inconvenience. Once I my kids received absolutely burnt pizza and I was fully charger for it even after my dissatisfaction speech. And again, no apologies from the hotel. Very disappointing, that the beach is the best at jumeirah hotels but we will not want to come back, as the service is non existent
Never go to this hotel
The worst experience ever. I’ll never come to this hotel again. It’s not a 5 star hotel that it used to be. Rooms are not cleaned properly. And worst thing is that someone has stolen money from our two rooms. Couldn’t find general manager, if we compare with other madinat hotels, this is the one where you never have to come. Had to run after them, and even didn’t get any response. Nothing was done to compensate our wasted time and this situation. Have to work with staff, bad hospitality. They definitely lost their level of service in everything.
Great property but tired, poor hygiene and understaffed
This was our fourth time in Al Quasr / Dar Al Masyaf over a period of 14 years. While it was a true 5 star experience when we went first the hotel has some serious issues by now because of a lack of investment, understaffing and poor service level. We love the place but they have to do something about it! On the positives: great property, great location, beautiful beach. On the issues: Hygiene in Dal Al Masyaf totally insufficient, our rooms were not properly cleaned once during our one week stay! On the last evening two cockroaches appeared which really destroyed our night! This must simply not happen in a 5 star hotel! Dishes were left standing in the lounge area for the whole night despite us calling butler service to remove it, no wonder animals are crawling around there. No sanitised pens anywhere, not even at reception, shocking at times of Covid. The facilities are getting tired, you can tell the place is coming of age, they should invest to make it more contemporary. In our bedroom there was a big stain in the ceiling, nothing I would expect if I have to spend EUR 1.500 for a room per night! Overall the place is pretty much unchanged since 15 years, only notable exceptions are Shimmers restaurant on the beach (really good), parts of the dining area and the meat restaurant. Overpricing is a general issues, eg an ice cream cone on the beach cost eur 25 / AED 99, a rip-off! The should also provide healthier food and more vegan options. Butler service at Dar Al Masyaf is a joke, they are not capable of organising anything that goes beyond calling a buggy, can’t even serve proper drinks (bringing unopened bottles without an opener or glasses ...). Concierge service is understaffed, sloppy and slow, you need to wait in the line for 10 minutes plus, no wonder if there’s is only 1 or 2 people for the whole hotel. 90% of guests from Russia, nothing against Russians but felt a bit out of balance. They should try to attract a more mixed group of international guests. Overall they urgently need to address these issues, otherwise we certainly won’t come back!
Extremely understaffed this year
We have been coming to this hotel for 5 years and we could really feel the effect of COVID this year. The hotel is extremely understaffed. Be prepared to spend up to 2 hours on your breakfast. First waiting in line for a table and then waiting for your food. Overall the hotel is still amazing and we had a great holiday. It is very clean and all precautions are taken against COVID. There are face masks available at every entrance.
Worst service ever & Ageing hotel - Stay here only if you wish to spend a lot of money and be utterly disappointed
Service is simply terrible: you will constantly be told whatever you are waiting for is coming, but you will find yourself asking for that same thing between 3 to 6 times in average. You never talk to the same person and the staff doesn't communicate at all. The day just gets exhausting. In 8 days of stay, we found 3 employees in the whole hotel willing to help: Steven, Shamnan & Delor but their manager is so incompetent, he makes the whole staff look bad. A never seen before! There is an obvious lack of Training and an even bigger lack of GOOD MANAGEMENT. The blind leading the blind in all its splendor. Other remarks for this hotel which has gone from a 5 star hotel 9 years ago to a 3 star hotel today: Apero used to be champagne now a terrible prosecco. Non existent butler service (he could never secure a restaurant for us, the basic; don't even bother asking for activities), worst stay in our 9 years visiting Dubai. Rooms are in definite needs of upgrading: leaking taps in bathrooms etc. Good room service thanks to Allan. Suitcases tend to get lost on arrival and departure. Buggy on day of departure never came even though our butler told us 3 times the night before (upon asking him to make sure we get one) that it will be there.
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